YearOneTweets-2011

MARY ANN LE LEAN
Mary Ann heads up our In-sourced Recruitment
and People Management services. Combining
over 20 years’ worth of people management
experience with a keen awareness of related
policy, legislation and academic theory,
Mary Ann specialises in preparing teams and
organisations for change and in helping them
make it a reality. She works mainly with clients
in creative industries, heritage, media and
higher education.
+44 (0) 1227 811 777
@yearoneteam
yearoneconsulting.com
Focus on Friday so Far...
Managing upwards
MANAGING UPWARDS helps you do your job,
your boss to do hers, & your career to develop
at the pace that suits you both.
MANAGING YOUR MANAGER effectively
means moving past frustration with him into a
constructive working partnership.
GET TO GRIPS with your manager’s
motivations; where did s/he work before here,
what’s s/he aiming to do, whom does s/he need
to impress?
LOOK FOR PATTERNS; learn to predict and
adapt to the unavoidable behaviours rather
than wish s/he did things differently.
STAY VISIBLE; keep managers (tactfully)
updated on your progress & achievements -
don’t assume that they’ll know a win was down
to you.
BUILD TRUST in your judgement by offering
options when asking for advice; show you’ve
thought of 2 poss tactics before seeking a
solution.
MANAGERS’ DELAYS HOLDING UP YOUR TO
DO LIST? Check you’re prompting in ways that
work for them – not everyone reads popup task
reminders.
KEEP TRACK OF YOUR MANAGER’S TASKLIST;
have it to hand for those moments at starts of
meetings & the seconds before s/he dashes out
the door.
DON’T ASK IF YOUR MANAGER’S DONE
SOMETHING YET – ask what you can do to help
them get it done.
WHEN ALL ELSE FAILS, get ready to tactfully
explain delays without dropping your manager
in it; loyalty makes you look good from all
angles.
TIMEKEEPING UPWARDS can feel unfair, but
tardiness delays others which is why your late
starts are noted but your late nights aren’t.
BE CONSISTENT; arrive early, hit deadlines,
radiate calm regardless of mood to signal you’re
ready for any opportunities heading your way.
WORKLOAD PILING UP? Ask your manager to
help you prioritise; you’re delivering on their
behalf so work to their agenda, not just yours.
cusToMer service
CUSTOMER SERVICE is a chance to be a proud
host, a positive influence, an expert in your
field, no matter what form your service takes.
CUSTOMER SERVICE is about interactions,
not transactions; don’t just take money & give
change, reassure a customer she’s spent money
wisely.
A CUSTOMER BECOMES A CUSTOMER as soon
as he enters your world, not just once he’s in
front of you, or once you’ve finished your last
task.
IMAGINE the customer you’re serving right
now is the only other person in the world –
pay attention, welcome her, be present in the
moment.
WHAT DID YOUR CUSTOMER DO just before he
arrived? Irritation may relate to his last meeting;
don’t echo it, but respond with good cheer.
MAKE SURE YOUR CUSTOMERS leave happier
than they arrived; don’t give them cause to leave
more frustrated or gloomier than when they
came in!
ASKING “WHO’S NEXT?” can put customers’
backs up. Keep track of who’s arriving so you
know who to serve: easier for them & quicker
for you.
“CAN I HELP YOU?” can antagonise if you get
the tone wrong; try out other phrases that
feel comfortable to you and sound genuine to
others.
A SIMPLE “GOOD MORNING” WORKS WELL,
followed by “what can I get/do for you today?”
Be ready to offer suggestions/guidance if they
hesitate.
TREAT EVERY CUSTOMER WITH RESPECT,
regardless of their appearance or spending
power; you never know who’s in their circle of
influence.
A SATISFIED CUSTOMER may not tell everyone
they know about you, but they will recommend
you when your name comes up.
ENGAGING WITH CUSTOMERS always pays off
even if there’s no sale; you get to practise your
pitch & they’re more likely to buy next time.